Mobile Devices The New Support Frontier for IT

A guided support model meets employee expectations and increases IT effectiveness Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes?

Expectations are growing among employees, and IT leaders should realize they need to provide robust tech support for both corporate-owned and personal mobile devices used under a bring your own device (BYOD) policy. However, a recent IDG survey of IT leaders found that most recognize they are not fully equipped or prepared to support mobile devices.

Although 84% of survey respondents believe their company’s current support for mobile device users is sufficient, nearly all (87%) believe they need more support technologies, tools, and staffing. In a word, this expansion is necessary to keep up with the growing importance of mobility for business activity.